We need the ability to generate a daily report that will show all open tickets for techs, along with how long it has been since their last response to the client. The best that I have been able to do with the included fields is the "1st-Resp. Time". This is good, but it does not help with tickets that stay open beyond the first response. I am envisioning something similar to the "Time Since Updated" field, but with "Time Since Latest Response Sent", or something similar.
Any thoughts on how I can accomplish this?
